Hi,
I am attempting to write some procedures on telephone reviews, and I was wondering if anyone who currently does them can spare the time to answer some or all of these questions:
1. Do you have a telephone reviews procedure (or even a rough one)? If yes, can I have a look at it?
2. Do your officers use a script, or something similar, when doing the reviews? If yes, can I have a look at it?
3. If the customer says they have had no changes, do you just accept this, or do you send them something to sign?
4. What steps do you take to verify the customer’s identity over the phone?
5. What action do you take when there is no answer, constantly engaged, etc? Do you just leave it, or do a postal review instead?
6. When you need evidence to support the declared changes, how do you collect it? For example, do you make an appointment, send a visiting officer, or just ask them to provide it within a month?
7. Does the officer making the telephone call also assess the changes, or do they pass them over to someone else to do?
8. Do you make the telephone reviews unannounced, or do you write to the customer in advance (for example, saying we will call between 11 and 12 on Monday, so make sure you are in).
9. Do you have any other advice about telephone reviews? For example, what has worked and not worked for you? Are there any problems you forsee me encountering, etc.
If anyone thinks it would be easier to email me, my address is sam.spencer@merton.gov.uk.
Many thanks